22 Best Live Chat Software & Services for Website Customer Support in 2023

Picture this: you’re a business owner, and you’ve just launched a new product or service. You go live with your website and start getting visitors.

Now, you patiently wait for sales to start rolling in, but instead, you hear crickets. You wonder, “What’s going on? Why aren’t people buying?” Then it hits you – you don’t have a way to engage with your potential customers.

They’re bouncing off your website without speaking to you, and that’s where you’re missing out. But fear not. There’s a solution to this problem – live chat software. 

By integrating live chat software on your website, you can communicate with your visitors in real-time and address their concerns on the spot. You can guide them through the buying process, offer personalized recommendations, and ultimately grow your sales.

This blog will explore the 22 best live chat software available on the market. We’ll delve into each platform’s features, pricing, and ease of use to help you make an informed decision. Say goodbye to missed sales opportunities and hello to happy customers with the power of live chat. 

But, if you are new to live chat tools, here is a brief introduction before we review the best ones.

What is Live Chat Software?

Live chat software is a tool that enables businesses to communicate with their customers in real-time. Live chat allows businesses to offer 24/7 support, handle multiple conversations simultaneously and provides instant solution to customers.

It provides an alternative to traditional communication methods such as email or phone support. Through live chat, you can understand the sentiment behind customer interactions, identify common pain points, and tailor your interactions to meet their specific needs.

It offers a symbiotic relationship between businesses and customers, benefiting both parties. This innovative tool streamlines the process of addressing customer inquiries and resolving issues, thereby enhancing customer satisfaction and reducing response times.

Get Started With ProProfs Live Chat Software For Free

Why Add Live Chat Software to Your Website?

Adding live chat support software to your website can be a game changer in enhancing your customer engagement and increasing your lead generation. Live chat software presents a wide range of advantages that you can benefit from, as highlighted below:

1. Enhance Customer Interaction

Live chat lets you enhance customer interaction by offering proactive chat invitations that can help you actively initiate conversations on the go. It provides an accessible platform where customers can get the help they need without leaving the website or picking up the phone.

2. 24/7 Support Availability

With live chat service, you can offer round-the-clock support to your customers, ensuring prompt assistance at all times. This includes answering questions about product pricing, availability, return policies, and more.

3. Boost Sales and Conversions

Live Chat allows you to connect with customers and understand their needs, making it easier to offer relevant products and services. This can increase sales and give you an edge over your competitors.

4. Cost-Efficient Solution

This tool lets your operators handle multiple customer queries simultaneously, requiring fewer staff members for customer support. This can reduce staffing costs significantly, especially during high customer demand.

5. Gathering Customer Data

Live Chat can help you collect valuable data on customer behavior, preferences, and feedback, helping you improve your service and marketing strategies. It can also help gather information about a customer’s purchase history, which can be used to offer targeted promotions or recommendations.

Top 22 Online Live Chat Support Software for Websites

Though there are several live chat software available in the market, choosing the one that best fits your needs can take time and effort. To make this easier, we have jotted down a list of the top 22 live chat software that can help upscale your business.

1. ProProfs Chat

ProProfs Chat is a user-friendly live chat support tool that offers several benefits to its users. It is easy to set up, so you can get started by providing live chat support to your customers in no time.

You can handle multiple chats simultaneously, increasing your support capacity. Automated triggers offered by this live chat tool let you initiate chats with visitors automatically, which can increase engagement and customer satisfaction.

The chat widget can also be customized to match your brand and website, making it a great way to enhance the customer experience. 

ProProfs live chat provides detailed analytics and reports, offering valuable insights into your operator’s performance. This can help you make data-backed decisions about your support strategy.

Key Features of ProProfs Chat

• Capture customer feedback with post-chat surveys.
• Automate common customer inquiries with canned responses.
• Optimize operator performance with detailed reports and analytics.
• Transfer chats to relevant support agents with intelligent chat routing.

Pricing

Starts at $0 for a FREE Forever single operator (View pricing and compare plans).

ProProfs Chat Plan Summary

ProProfs Chat Ratings

• G2 Rating – 4.5/5
• Capterra Rating – 4.8/5

2. Zendesk

Zendesk is a powerful live chat platform offering a wide range of features for businesses to communicate with customers.

It provides an intuitive and user-friendly interface for agents to manage chats and tickets from a single platform. Zendesk chat integrates seamlessly with other Zendesk products and even offers integration with third-party tools.

This chat support software provides customizable chat widgets, automatic chat routing, proactive chat invitations, and pre-written messages to streamline the chat process.

It also offers robust reporting and analytics capabilities to help businesses monitor the performance of their chat support. With its scalable pricing plans, Zendesk chat is an affordable option for businesses looking to improve their customer service experience.

Key Features of Zendesk Suite

• Communicate with multiple parties using the group messaging feature.
• Access past customer interactions with chat transcripts for personalized support.
• Access your chats anywhere, at any time, with the mobile chat app.
• Answer FAQs faster using the customer service chatbot.

Pricing

Starts at $49/month

Zendesk Plan Summary

Zendesk Chat Ratings

• G2 Rating – 4.3/5
• Capterra Rating – 4.4/5

Also Read - 10 Best Zendesk Chat Alternatives

3. LiveChat

LiveChat is a customer service solution that helps businesses interact with their customers in real-time. It offers several features that can streamline the support process and enhance customer experience.

With LiveChat, businesses can handle multiple chats simultaneously, access visitor information, and even monitor customer behavior on their website. 

The platform integrates with various tools such as CRM, helpdesk, and e-commerce platforms to provide a seamless customer experience.

Additionally, LiveChat offers multiple customization options, such as chat window design, automated greetings, and canned responses, to personalize the experience.

Overall, LiveChat is a powerful tool for businesses looking to provide quick, efficient, and personalized customer support.

Key Features of Live Chat

• Assess your support team performance with post-chat ratings.
• Brand your live chat box with customization settings.
• Convert chats into tickets with an in-built ticketing system.
• Offer instant resources to customers with file sharing.

Pricing

Starts at $24/agent/month

LiveChat Plan Summary

LiveChat Ratings

• G2 Rating – 4.5/5
• Capterra Rating – 4.6/5

Also Read - 10 Best LiveChat Alternatives

4. Tidio

Tidio is an advanced live chat tool that helps businesses enhance their customer support capabilities by offering instant communication.

It can integrate with multiple messaging apps, including Facebook Messenger, WhatsApp, Slack, and Telegram. Tidio also offers an AI-powered chatbot that can handle routine customer inquiries and respond to them 24/7. 

The tool provides real-time analytics and reporting to help businesses better understand customer behavior and preferences. Additionally, it offers a sneak peek into the list of visitors browsing your website.

This can help you target potential leads and increase sales. With its user-friendly interface and robust features, Tidio is an excellent choice for companies looking to improve customer communication and engagement.

Key Features of Tidio

• Chat with your customers using a dedicated mobile app.
• View what visitors are typing to get your answers ready.
• Save time and enhance productivity with canned responses.
• Integrate Tidio with multiple business applications.

Pricing

Starts at $0/month (limited to only 50 users per month)

Tidio Plan Summary

Tidio Ratings

• G2 Rating – 4.7/5
• Capterra Rating – 4.8/5

5. 3CX

3CX is a live chat solution that offers a range of features for businesses looking to enhance their customer service. With 3CX, businesses can assign as many agents as they need to group chats.

It is fully customizable, with added voice and video capabilities, allowing businesses to provide real-time advice to visitors as they browse products and services. 

Visitors can choose between chat or voice from the start. The calls are made via the browser, making them free for both the customer and the business.

The platform also allows businesses to connect their WhatsApp and Facebook accounts. 3CX can integrate with various website builders, including WordPress, Drupal, Joomla, Wix, Squarespace, and Weebly.

Key Features of 3CX

• Monitor operator performance with metrics such as wait times, response rates, and CSAT scores.
• Customize the chat interface with branding options, personalized greetings, and proactive engagement features.
• Enhance data security with end-to-end encryption and secure file sharing.
• Enable seamless integration with the 3CX phone system, allowing for an easy transition from chat to voice or video calls.

Pricing

Starts at $0 (with limited features)

3CX Plan Summary

3CX Ratings

• G2 Rating – 4.4/5
• Capterra Rating – 4.4/5

6. Zoho Desk

Zoho Desk is a comprehensive customer service and support software that helps organizations streamline their support operations.

It offers a range of features, including ticket management, multi-channel support, knowledge management, and analytics. With Zoho Desk, businesses can automate their support processes and provide personalized experiences. 

The platform integrates with other Zoho applications and third-party tools, enabling seamless collaboration and improved efficiency. Zoho Desk also offers robust reporting and analytics capabilities, helping businesses gain insights into their support operations and make data-driven decisions.

Additionally, the platform is available in multiple languages and can be customized according to the specific needs of the business.

Overall, Zoho Desk is an all-in-one support solution that can improve your support operations and provide exceptional customer experiences.

Key Features of Zoho Desk

• Seamlessly integrate with other Zoho products as well as third-party tools like Google Apps, Slack, and Salesforce.
• Track and monitor your support efforts with detailed reports and analytics.
• Offer constant customer service with 24/7 availability.
• Enable consistent customer service with omnichannel support.

Pricing

Starts at $9.78/user/month

Zoho Desk Plan Summary

Zoho Desk Ratings

• G2 Rating – 4.4/5
• Capterra Rating – 4.5/5

7. Smartsupp

Smartsupp is a powerful live chat support software that helps businesses increase customer engagement and grow sales. It offers features that help communicate with customers in real-time, gather valuable insights, and improve the overall customer experience.

Some of the key features of Smartsupp include real-time chat, visitor tracking, chat history, chat transcripts, chat invitations, chat forms, and an easy-to-use dashboard. 

With Smartsupp, businesses can connect with their customers through any device, including desktop, mobile, or tablet. It also offers an advanced analytics dashboard that provides insights into customer behavior.

Smartsupp is the perfect solution for businesses looking to increase customer engagement and boost sales without sacrificing significant time and resources.

Key Features of Smartsupp:

• Automate your customer support process by integrating chatbots.
• Reach a wider audience by providing chat support in multiple languages.
• Collaborate with your customers by sharing your screen to provide real-time assistance and support.
• Tailor the chat widget to match your website’s design and branding to create a seamless user experience.

Pricing

Starts at $0/month (limited features with no chatbots or routing)

Smartsupp Plan Summary

SmartsUpp Ratings

• G2 Rating – 4.6/5
• Capterra Rating – 4.7/5

8. Drift

Drift is a conversational marketing and online chat support software that offers businesses a modern way to engage with their customers. It provides instant messaging, live chat, and chatbots to help businesses have personalized conversations with their customers.

Drift’s live chat software includes AI-powered chatbots designed to help customers with their queries around the clock. 

The platform’s analytics tools offer insights into customer behavior and help businesses optimize their conversations for better engagement and conversion.

With Drift, you can create a seamless customer experience and drive growth through meaningful conversations.

Key Features of Drift

• Resolve customer issues quickly with chat routing across departments.
• Create private notes to boost team collaboration and productivity.
• Shape the experience with extensive customization options.
• Read, search, and share conversation transcripts to figure out recurring issues.

Pricing

Starts at $2500/month

Drift Plan Summary

Drift Ratings

• G2 Rating – 4.4/5
• Capterra Rating – 4.5/5

Also Read - 11 Best Drift Chat Alternatives for Your Business

9. Tawk.to

Tawk.to live chat support software is built to help businesses engage with customers efficiently and grow sales. It helps communicate with customers in real-time and provides a platform to address customer queries, gather feedback, and resolve issues.

The software offers customizable chat widgets, visitor tracking, and reporting to understand the audience. 

It can also integrate with your in-house CRM software to offer enhanced customer service. Tawk.to provides a mobile app for iOS and Android devices, helping you respond to chats on the go.

With its advanced features, Tawk.to is an essential tool for businesses looking to provide excellent customer support and enhanced customer experiences.

Key Features of Tawk.to

• Tag and assign conversations to team members.
• Share knowledge base articles alongside chats.
• Review chat history and track your team’s progress.
• Offer consistent replies with the help of canned messages.

Pricing

Starts at $0 (free forever)

Tawk.to Plan Summary

Not Available

Tawk.to Ratings

• G2 Rating – 4.6/5
• Capterra Rating – 4.6/5

Also Read - 10 Best Tawk.to Alternatives

10. Chaport

Chaport live chat software provides a simple and user-friendly interface for businesses to interact with their customers. It offers a variety of features, including customizable chat widgets, automated greetings, real-time visitor tracking, and a detailed analytics dashboard.

With Chaport, businesses can respond to customer inquiries promptly, increase customer satisfaction, and drive sales. 

Additionally, Chaport integrates with multiple platforms, such as Shopify, WordPress, and Magento, making it easy for businesses to implement into their existing systems.

Chaport’s proactive approach to customer engagement sets it apart from other live chat solutions, making it an ideal choice for businesses looking to improve their online customer support.

Key Features of Chaport

• Attract customers to chat with auto-invitations.
• Speed up the resolution with typing insights to anticipate the queries of users.
• Connect with team members through group chats.
• Deliver pre-chat forms with customizable fields to capture leads.

Pricing

Starts at $0/month (limited features with no pre-chat forms or detailed reports).

Chaport Plan Summary

Chaport Ratings

• G2 Rating – 4.7/5
• Capterra Rating – 4.8/5

11. Hubspot

Hubspot is an all-in-one inbound customer support platform that offers various features to help your business grow. With Hubspot, you can get your conversations automatically saved in your conversations inbox.

This gives you complete context and a clear view of every interaction. The platform also provides a customer relationship management (CRM) tool, which brings all the customer interactions and data to one place. 

Hubspot’s live chat feature allows businesses to automate repetitive tasks and create personalized customer experiences. With its integration with social media, businesses can manage their social media presence and track their results in real-time.

Thus, Hubspot provides a comprehensive solution for businesses to manage their customer service efforts.

Key Features of HubSpot

• Brand your live chat widget with customization settings.
• Deliver targeted welcome messages to visitors on different pages.
• Create chatbots to automate support and reduce agent workload.
• Integrate with Slack to get chat notifications or carry on the conversation on mobile.

Pricing

Starts at $0/month(with limited features)

Hubspot Plan Summary

Hubspot Ratings

• G2 Rating – 4.4/5
• Capterra Rating – 4.5/5

12. Sendinblue

Sendinblue’s live chat feature is easy to set up and use, allowing businesses to add a chat widget to their website in just a few clicks. Once installed, businesses can manage chats from a single dashboard, assign chats to different team members, and track chat history for future reference.

In addition, Sendinblue’s live chat feature offers chat services for businesses to set up automated messages to instantly respond to frequently asked questions.

This can save time and effort for the support team. It also offers a ticketing system to manage and track customer inquiries, ensuring that nothing falls through the cracks.

Key Features of Sendinblue

• Set up and get started with its easy installation
• View user activity with real-time visitor tracking
• Direct customers to the right team with chat routing
• Streamline your support processes with workflow creation

Pricing

Starts at $19/month

SendinBlue Plan Summary

Sendinblue Ratings

• G2 Rating – 4.5/5
• Capterra Rating – 4.5/5

13. Olark

Olark live chat software is a reliable and easy-to-use platform that enables businesses to connect with their website visitors in real-time. With its powerful features and intuitive interface, Olark makes it easy for businesses to engage with their customers, provide timely support, and build lasting relationships.

Olark’s chat widget can seamlessly integrate with your website to offer personalized support and assistance to your visitors. You can customize the chat widget to match your branding, set up automated messages to greet visitors, and even route chats to specific team members or departments.

It also offers robust analytics and reporting features to track performance, monitor customer feedback, and identify areas for improvement. 

Key Features of Olark

• Improve the customer experience with in-depth chat analytics.
• Grow your leads with custom chatbox forms.
• Boost your live chat functionalities with integrations with other platforms.
• Offer simple and efficient customer service with automated messaging.

Pricing

Starts at $20/user/month

Olark Plan Summary

Olark Ratings

• G2 Rating – 4.3/5
• Capterra Rating – 4.5/5

Also Read - List of Best Olark Alternatives

14. LiveAgent

LiveAgent is a customer service platform with robust live chat functionality. This user-friendly chat interface provides a fast and efficient way for businesses to communicate with their customers.

It offers a range of features, including real-time chat, ticket management, knowledge base integration, and the ability to escalate chats to different departments. 

The tool also allows customization of the chat window and automatically triggers chats based on visitor behavior. With its advanced reporting and analytics, LiveAgent can help you measure the performance of support operators and improve customer satisfaction levels.

Key Features of LiveAgent

• Upgrade your live chat experience with customization features.
• Entice customers to engage with you using chat invitations.
• Keep tabs on what your customers are looking at with visitor tracking.
• Create a more engaging experience for prospects with animations for chat buttons.

Pricing

Starts at $9/agent/month

LiveAgent Plan Summary

LiveAgent Ratings

• G2 Rating – 4.5/5
• Capterra Rating – 4.7/5

15. Pure Chat

Pure Chat is a live support software designed for businesses to communicate with their website visitors in real-time. It offers features such as customizable chat boxes, proactive chat invitations, and the ability to route chats to specific team members.

Pure Chat also integrates with popular tools like Salesforce, Hubspot, and Zapier, making it a versatile and convenient option for businesses. 

Additionally, it offers chat analytics, visitor tracking, and the ability to save chat transcripts for future reference. With its user-friendly interface and robust features, Pure Chat is a viable option for businesses looking to improve their online customer engagement and support.

Key Features of Pure Chat

• Initiate conversations based on visitor actions.
• Assign security roles to team members for better accountability.
• Chat with customers on the move with dedicated mobile apps.
• Leverage unlimited chat history and transcript storage for personalized customer support.

Pricing

Starts at $49/month

Pure Chat Plan Summary

Pure Chat Ratings

• G2 Rating – 4.3/5
• Capterra Rating – 4.6/5

Also Read - 10 Best Pure Chat Alternatives

16. Intercom

Intercom is a customer messaging platform for connecting with customers through various web, mobile, and social media channels. The platform offers a variety of features, such as lead capture, live chat, and email marketing.

Intercom’s customer data management system helps businesses to gather customer information and provide personalized support. 

The platform also includes a customer feedback system, enabling you to gather customer feedback and improve services. Intercom offers a range of integration options with popular tools like Slack, Mailchimp, and Salesforce.

Intercom’s all-in-one communication solution helps manage customer interactions, increase customer satisfaction, and drive customer loyalty.

Key Features of Intercom

• Build an appealing live chat experience with a customizable chat widget.
• Solve complex issues and direct customers to the right department with chat routing.
• Boost the functionalities of your live chat software with an app store having 200+ options.
• Work on improving customer satisfaction with in-depth team performance reports.

Pricing

Get in touch with the company for a quote

Intercom Plan Summary

Not Available

Intercom Ratings

• G2 Rating – 4.4/5
• Capterra Rating – 4.5/5

Also Read - Top 10 Intercom Chat Alternatives

17. Jivochat

Jivo Chat is a popular customer communication platform that helps increase online engagement with customers. It offers features like live chat, messaging, and call center capabilities.

Businesses can provide a personalized and efficient customer service experience with its user-friendly interface and customizable options. 

Jivo Chat integrates with websites, social media, and mobile applications, making it easy to reach customers regardless of their device.

Other features include real-time visitor monitoring, canned responses, and detailed analytics to improve customer service. With Jivo Chat, you can streamline communication and provide excellent customer support.

Key Features of Jivochat: 

• Collect conversations in a centralized dashboard to track each one.
• Offer instant answers to customers with canned responses.
• Organize your conversations with color-coded chats.
• Deliver personalized messages triggered by user actions.

Pricing

Starts at $0/month (limited features with no pre-chat buttons)

JivoChat Plan Summary

Jivo Chat Ratings

• G2 Rating – 4.8/5
• Capterra Rating – 4.6/5

18. Acquire

Acquire is a comprehensive customer service and support platform designed to meet the demands of businesses of all sizes. It offers an integrated suite of tools for live chat, email, social media, and messaging.

Its intuitive interface makes it easy for businesses to manage customer interactions and automate repetitive tasks, freeing time for customer service agents to focus on more complex issues. 

Acquire provides robust analytics and reporting capabilities, enabling you to track and measure customer satisfaction, efficiency, and productivity.

Acquire also offers seamless integration with a range of business applications. This makes it an ideal solution for businesses looking to streamline their service operations.

Key Features of Acquire

• Allow agents to troubleshoot problems with the co-browsing feature.
• Automatically route chats to specific agents.
• Handle multiple live chat conversations simultaneously.
• Develop powerful bots to answer FAQs easily.

Pricing

Starts at $2000/month (plus $45/agent/month)

Acquire Plan Summary

Not Available

Acquire Ratings

• G2 Rating – 4.2/5
• Capterra Rating – 5/5

19. Freshchat

Freshchat is a modern customer messaging platform that helps businesses connect with their customers in real-time. It offers live chat, messaging, and AI-powered chatbots to provide a seamless customer experience.

Freshchat’s live chat offers multi-channel support, including Facebook Messenger and WhatsApp, to reach customers where they are. 

The platform offers advanced reporting and analytics, enabling you to track and improve customer interactions. With Freshchat’s robust integrations, businesses can easily integrate with their existing tools, such as CRM and marketing automation systems, to streamline their workflows.

Freshchat’s simplified user interface, flexible pricing plans, and exceptional customer support make it a popular choice for businesses of all sizes.

Key Features of Freshchat

• Automate customer service with powerful chatbots.
• Deliver multi-lingual support in 30+ languages.
• Engage customers with proactive messaging.
• Create self-service options with FAQs to help customers.

Pricing

Starts at $17/agent/month

FreshChat Plan Summary

FreshChat Ratings

• G2 Rating – 4.4/5
• Capterra Rating – 4.1/5

Also Read - 11 Best Freshchat Alternatives

20. Userlike

Userlike is a customer service software that allows businesses to provide live chat support to customers. It provides a platform to connect with customers in real-time, helping enhance the customer experience and increase customer satisfaction.

The tool also offers multi-language support, customizable chat widgets, and automatic chat invitations. It also provides detailed analytics and reports to track customer service performance and make informed decisions to improve it. 

Userlike integrates with popular third-party tools such as Zendesk, Salesforce, and Slack, making it easy to integrate them into your workflow.

With Userlike, you can deliver fast and efficient customer service, improve customer satisfaction, and drive growth.

Key Features of Userlike

• Build chatbots for automated support offered across time zones.
• Capture customer feedback with post-chat surveys.
• Answer instantly with canned responses.
• Send chat transcripts to your team members to improve the quality of service.

Pricing

Starts at $0/month (limited features with no chatbot or advanced routing)

Userlike Plan Summary

Userlike Ratings

• G2 Rating – 4.4/5
• Capterra Rating – 4.6/5

21. Hiver

Hiver is a cloud-based live chat software that enables businesses to manage their customer support efforts in an organized and efficient manner.

By integrating email support and live chat directly into Gmail, Hiver offers a streamlined solution that can reduce your team’s time learning new tools or switching between them. With Hiver, your team can focus on getting the job done efficiently and effectively.

The software integrates with popular email platforms such as Gmail and G Suite, making it easy to offer enhanced support services. This tool also provides real-time notifications and a comprehensive reporting system, allowing teams to stay updated and track their progress.

Overall, Hiver is a complete solution for managing team email communication and improving productivity.

Key Features of Hiver

• Assign incoming chat messages to specific agents.
• Create and store custom chat templates for recurring issues.
• Avoid duplicate responses with the agent collision detection feature.
• Share warning alerts with agents when they do not respond to a chat in time.

Pricing

Starts at $9.78/user/month

Hiver Plan Summary

Hiver Ratings

• G2 Rating – 4.6/5
• Capterra Rating – 4.7/5

22. ClickDesk

ClickDesk is an innovative customer support and engagement platform that helps businesses improve their customer service and boost sales. With its multi-channel support system, businesses can offer support through live chat, voice-video calls, and social media.

This platform integrates with popular helpdesk tools and CRMs, allowing seamless and efficient customer management. 

The platform also offers advanced features such as real-time analytics and co-browsing, enabling quick and personalized customer experiences. With its robust and user-friendly interface, ClickDesk is the ideal platform for businesses seeking exceptional customer support.

Key Features of ClickDesk

• Handle social media conversations from a centralized platform.
• Share important files and media while chatting.
• Track the number of missed, offline, and proactive chats in one place.
• Monitor your website visitors on a real-time traffic map.

Pricing

Get in touch with the company for a quote

ClickDesk Plan Summary

ClickDesk Ratings

• G2 Rating – 3.8/5
• Capterra Rating – 3.5/5

How Does Live Chat Software Work?

Live chat software lets businesses communicate with customers on their websites or mobile apps. It integrates into the website through a code that creates a chat widget. Customers can use this widget to initiate a chat with a customer support representative. 

It starts with a customer entering their name and email, and the software routes the chat to the best-suited representative. This is done based on factors such as skill sets and language preferences.

The chat takes place in real-time, allowing for quick resolution of the customer’s issue. This tool includes features such as sending files and switching representatives if necessary.

Chatbots offered by chat software let you automatically respond to common inquiries, thus saving time and effort.

Once the customer’s issue is resolved, the chat is ended, and a transcript is stored for future reference. The customer also has the option to provide feedback on the chat, which allows businesses to improve their support operations continuously.

Live Chat’s real-time nature and data collection enable businesses to enhance their customer service and offer personalized customer experience.

Read More: How Does Live Chat Work?

Who Uses a Live Chat Tool?

Live chat tools are widely used by businesses and organizations of all sizes and industries. This includes but is not limited to e-commerce, customer service, healthcare, education, and financial services.

1. E-commerce businesses

E-commerce businesses use live chat software to assist their customers as they navigate their websites, helping them find what they are looking for. They can also get answers to any questions about the products or services offered.

This can help increase sales and improve customer satisfaction, as customers are more likely to make a purchase when they receive immediate and personalized assistance.

Read More: Grow your eCommerce business with Live Chat

2. Customer service departments

utilize chat support software to respond quickly to inquiries and resolve issues. By having a live chat option available on their websites, they can provide 24/7 support and handle multiple customer interactions simultaneously, improving their response time and overall efficiency.

3. Healthcare industry

In the health industry, hospitals and clinics often use live chat tools to allow patients to communicate with their healthcare providers. This helps them get answers to any questions about their health or treatment. This can improve patient engagement and streamline their communication process with healthcare providers.

4. Educational institutions

Education institutions such as universities and online learning platforms, also use live chat software to support and assist students. This includes answering questions about courses and programs, assisting with online course navigation, and resolving technical issues with online learning tools.

5. Financial Institutions

Live chat tools are also used by financial institutions, such as banks and investment firms, to provide customers with immediate assistance and support related to their accounts, transactions, and other financial services. This can help reduce the number of phone calls and improve customer satisfaction, as customers can get answers to their questions quickly and easily.

Thus, a wide range of businesses and organizations use live chat software to provide real-time support and assistance to their customers, thereby improving the overall customer experience.

What Are the Top Features of Live Chat Tools?

A live chat tool is designed to provide customer support and improve customer engagement. Some of the top features of live chat software include:

• Real-Time Communication: Live chat tools enable real-time messaging between customer support representatives and customers, ensuring quick resolution of customer queries.

• Multi-Channel Support: These tools can integrate with multiple channels like websites, email, and social media. This provides customers with multiple options to reach out for support.

• Customizable Chat Box: The chat box can be customized, allowing businesses to match the look and feel of the website with their brand.

• Automated messages: Businesses can send automated messages to website visitors, such as greetings, support information, and product announcements.

• Agent management: Live chat allows administrators to manage multiple agents, assign chats to them, set chat limits, and monitor their performance.

• Integration with CRM: A live chat tool can integrate with a company’s CRM system, allowing support representatives to access customer information and conversation history during chats.

• Proactive Chat Invitations: A live chat tool offers the capability to initiate chats. This ensures proactive support before customers even reach out to the business.

• Analytics and reporting: This tool provides analytics and reporting on metrics such as chat volume, response time, and customer satisfaction.

What are the Benefits of Live Chat Software?

Live chat tools offer a tonne of features to let you efficiently interact with your prospects and existing customers. Some major benefits of incorporating live chat into your customer engagement strategy are listed below:

• Live chat can help you decipher your customer’s intent to answer their questions accurately.

• It offers round-the-clock support with chatbots to let you provide constant customer service.

• You can advance conversations using proactive chat invitations and automated greetings.

• Your operators can get access to past conversations and provide personalized support experiences using online chat software.

• You can customize the chat interface to match the look and feel of your brand.

• Monitor and analyze your operators’ performance by tracking metrics like average response time, missed chats, ratings, etc.

What Should You Consider Before Building Your Live Chat Strategy? 

Before building a live chat strategy, it is important to consider the following:-

1. Define your goals and objectives: Determine what you hope to achieve with the live chat strategy, such as increasing sales, improving customer satisfaction, or reducing support response times.

2. Identify your target audience: Understand who your ideal customers are and what their needs and preferences are.

3. Determine the resources needed: Consider the staff, tools, and technology required to effectively implement the live chat strategy.

4. Plan for chatbot integration: Determine how chatbots will be integrated into the live chat strategy to assist with routine queries.

5. Set up chat etiquette and guidelines: Establish chat etiquette and guidelines that will ensure consistent and professional customer interactions.

6. Establish key performance indicators (KPIs): Define the KPIs that will help you measure the success of the live chat strategy, such as response time, chat duration, and customer satisfaction.

7. Monitor and evaluate performance: Continuously monitor and evaluate the live chat’s performance, making adjustments as necessary to improve its effectiveness.

How to Choose the Right Live Chat Software 

Choosing the right live chat software is an important decision for any business, as it can significantly impact customer satisfaction and overall business success.

Following are some factors to keep in mind when choosing a live chat software that meets your business needs:-

1. Customer support features: Look for software that offers easy access to customer support, including live chat, phone, or email support. Ensure that the software has features like ticket management, real-time chat, and knowledge base access for customers.

2. Integration with your website and CRM: The live chat software should integrate seamlessly with your website and customer relationship management (CRM) system. This will ensure that the customer information is automatically synced across all channels.

3. Mobile support: Your customer support chat software should have a mobile app, enabling you to support customers on the go. This is particularly important if you have a team that is regularly out of the office.

4. Customization options: Choose a tool that can be customized to your business branding and style, including the ability to add your logo, colors, and custom messages.

5. Security features: Look for a platform that offers robust security features, like data encryption and two-factor authentication, to ensure customer data protection.

6. Analytics and reporting: The website chat software should provide analytics and reporting features, such as chat volume, response time, and operator performance monitoring, to help you track and improve your customer support operations.

7. Cost: Consider the cost of the software and any additional charges, such as per-user fees or additional support costs. Ensure that the cost of the software fits within your budget.

By considering such factors, you can choose a live chat software that meets the unique needs of your business and provides excellent customer support.

You can also watch this quick video to choose the best live chat platform for your business. 

A Summarized Comparison of the 22 Best Live Chat Software

Get Your Hands on the Best Live Chat Tool to Boost Your Customer Engagement

Choosing the right live chat software for your business can significantly impact customer engagement and lead generation. With the addition of a live chat feature on your website, you can provide an interactive communication channel.

This can help you qualify, nurture, & grow leads seamlessly. Moreover, advanced integrations with third-party software can help you manage and track leads at every touchpoint.

When looking for the best live chat tool, make sure to focus on the customization options, the extent of automation you require, your budgetary requirements, and other such factors. This will help you find the most effective solution that fits the bill for your specific needs.

If you’re looking to elevate your business to the next level with customizable and easy-to-use live chat software, ProProfs chat is the ultimate solution for you.

With ProProfs Chat, you can enhance customer engagement and generate leads effortlessly. So why wait? Look no further and get the best live chat software today.

FAQs On Live Chat Software